CUSTOMER SUPPORT SPECIALIST

SUMMARY:
OEM EQUIPMENT & SERVICES (MINING SECTOR)

POSITION INFO:

Based East Rand. Multinational Group which has small & highly professional offices around the world is seeking a Customer Support Specialist for their Southern African Region (South Africa, Namibia & Botswana markets). The Corporate Holding Company overseas, manufactures their niche products and is the world’s most trusted ‘original equipment manufacturer’ (OEM) with their machinery/equipment as well as all the spares being exported and assembled at each Customer’s site. In addition to their core products being sold, there are accessories & upgrades, on-site audits, repairs & maintenance, spare parts, training and support which are sold to all their Customers individually (and are all currently in the Mining Sector). Their machines/equipment are ‘state of the art’ and the overseas Holding Company has received multiple awards in their country of origin. The Company is deemed as an employer of choice and each Office internationally consists of an experienced team of Engineers and Technicians. The culture of the business is informal yet professional with a high work ethos, transparent, target driven, passionate and all staff are very hands-on from ‘top to the bottom’. This candidate will focus on ‘account services support’ for the Key Account Managers, Customer Support Technicians and Technical Experts in the Company.

Key performance areas, inter alia, include:

• Timely delivery of spares and services.
• Service data analysis to assist the Key Account Managers with data insight to support their account management and services decisions.
• Generation of quotes whilst liaising frequently with the various Company’s Technical Experts (either locally or overseas), Customer Support Technicians & Key Account Managers. Furthermore, the candidate will liaise directly with their Mining Customers as and when the need arises.
• Assist Key Account Managers with spares/technical services quotes whilst the Key Account Managers are travelling to site and undergoing site visits.
• Proactively build rapport with the Customer Support Technician, Asset Support and Sales Team Members so as to support the execution of day to day activities related to service sales opportunity.
• Daily service support tasks.
• Assist in administration, analysis, assessment and management of critical Customer data which will include looking at historical data & information and editing dashboards using Power BI (the dashboard is prepopulated but requires applicable adjustments & amendments). Informed decisions can then be made to the various Stakeholders. This will also include the Warehouse Manager in terms of stock availability, especially stock shortages which will then need to be ordered from the Corporate Holding Company overseas. Therefore collaboration will also be required with staff in the overseas Corporate Office, for example, Supply Chain, Logistics, Orders/Parts Department etc.
• Participate and contribute to weekly Sales Meetings.
• Full involvement and engagement in Sales at the Company.
• Responsible for tracking, following up and updating the Accounts Receivable Team with regards to monthly invoicing and identifying any risks that may affect revenue recognition and collection which then needs to be communicated to the responsible Department.

Requirements:

• An applicable Diploma or Qualification which most likely will be Engineering as well as relevant computer courses, especially in Microsoft Office as the candidate will be using Asset Support Platform (ASP) and CRM systems, such as Microsoft Dynamics 365 and Power BI.
• Highly experienced in preparing quotations & proposals which are prepared on Word and presented to Key Account Managers who in turn presents to Customers. In addition, strong Excel skills are also required for pricing and is also used in sales data analysis.
• Well developed verbal & written communication skills in a clear and concise manner.
• Strong interpersonal skills, in-depth after sales support experience preferably in the mining sector, demonstrated organisational and time management skills especially to meet deadlines and to take follow up action until finalisation.
• The ability to work effectively independently and unsupervised.

Apply on-line or alternatively phone Gerald Lilian on (011) 4841790.

Be advised that if you do not receive a response within two weeks from date of submission of your CV, then please deem your application as unsuccessful.